PENNSTAR AVIATION OPERATIONS PROJECT

The information in this operations manual is from the PentaStar Aviation actual

information. Some information such as name, location and the brand have been changed.

For this project we will consider PennStar Aviation as the name of the fixed based operator.

MISSION STATMENT

PennStar Aviation, located in Norman, Oklahoma, is dedicated to provide high

quality of aircraft and avionics maintenance, regional charter services, and air medical

transport service 24/7 with a very rapid response time.

ORGANIZATINAL CHART

Manager: Penn Star Aviation manager oversees all the fixed based operations. The person

is also responsible for the external relation of the organization with the community, local

and federal institutions.

Manager

Director of Maintenance

Avionics Fleet

Chief of Operations

Charter Medical

Human Ressource

Personnel

Director of Services

Aircraft Interior Fueling

Catering

Director of Maintenance: Specializes in aircraft maintenance and avionics repairs.

Capabilities range from routine inspections to unique major repairs and alterations. The

maintenance department is under supervision, the President of Aircraft Maintenance.

Chief of Operations: Responsible for charter and medical operations. This department is

under the President of Flight Operations supervision.

Human Resource: Oversee the flight department in charge of the fleet and in charge of

staffing. The Staffing Specialist is responsible for this department.

Director of Services: Department responsible for the fueling, aircraft interior design and

in-flight catering. Business Development team supervisors are responsible for the Services

department.

Avionics: Responsible for the repair on the avionic systems and structural repair. Service

offered are: Avionics design and integration communication devices, navigation and radar

aid, electrical accessories, batteries change, pitot and static system repair.

Fleet: Responsible of maintaining the aircraft maintenance checks current, housing in the

hangar and inventory.

Charter: In charge of charter sales and marketing team to maximize the value of their

aircraft and scheduling aircraft. The Charter Management Program includes: A full-time,

experienced sales staff working on your behalf 24/7, A strong marketing program focused

on profit generation for your aircraft, access to PennStar Aviation’s robust network of retail

and wholesale contacts, inclusion in all charter special promotions, quick turn-around,

assistance with maintenance and crew management.

Medical: Responsible for providing medical service with a medical team on call 24/7 to

provide immediate service and support for the most time-sensitive medical flights. With a

culture of safety reflected in the management provided for medical air transport

operations.

Personnel: Sub-part of the Human Resource, composed of the PennStar employees

including pilots, maintenance employee, mangers and others

Aircraft Interior Service: Creating custom interiors for business aircraft. Aircraft interior

will be completed based on your unique tastes and specifications. Capabilities include the

following services: custom cabinetry and upholstery, custom/tailored carpets, cabin

management systems, LED lighting, cabin entertainment systems, cabin reconfiguration,

sound deadening and insulation, design and engineering.

Catering: On-site gourmet chefs takes in-flight dining to your flights with excellent cuisine.

PennStar operates a full-service executive kitchen facility at Willey Post Airport (PTK) to

meet all your private jet catering needs.

Fueling: PennStar is a supplier of jet fuels and Avgas to general and commercial aircraft.

We provide with 100 LL avgas and Jet A. (Pentastar Aviation,n.d.)

DESCRIPTION OF OPERATIONS

PennStar Aviation operates out of the Wiley Post Airport (KPWA) in Oklahoma City,

OK with three runways: 17L/35R, 17R/35L and 13/31.

The fixed based operator provides air medical transportation; the medical team is on call

24 hours a day Monday through Sunday for immediate safe and secure service to support

the most time sensitive medical flights. For air medical transport, PennStar Aviation use the

Eurocopter EC 155 .

The private charter services are supported by the 24/7 operation control with FAA

licensed dispatchers to delivers jet services to the domestic or international destinations,

involves the participation of the director of flight operation, member of charter services

and trip coordinators.

PennStar offers beyond the traditional fixed based operator services by offering

aircraft interior services with a team of expert craftsmen to custom interiors for aircraft

based on your taste and specifications. The interior aircraft services includes: custom

cabinetry, tailored carpets, cabin management lighting, cabin entertainment systems and

reconfiguration, insulation design.

In-flight catering is responsible for providing full-service catering for any size

aircraft, including the ability to accommodate large-cabin aircraft designed especially for

our sports and entertainment clientele. On the ground, PennStar offers event catering for

holidays and special events, aircraft static display catering for any size group, and catering

for executive meetings. Our executive conference rooms can host parties of up to 50 people.

The fixed based operator’s executive terminal is 10,000 square foot and Hangar is 95,000

square foot that is worth $30,000,000. Its maintenance, repair and overhaul facility is

130,000 square foot service facility.

The fixed based operator owns a variety of private jets. The fleet of the fixed based

operator is comprised of the following aircraft:

Light category jets: Beach 400A, Citation Ultra, Citation Bravo, Hawker 400XP, Learjet 35

and Learjet 45.

Mid-size jets: Citation XL/XLS, Hawker 800/800XP, Learjet 55/60 and Gulfstream 150.

Super mid-size jets: Citation X, Citation Sovereign, Falcon 50 and Gulfstream 200.

Heavy jets: Challenger 600/604, Gulfstream GIV, Gulfstream GIV SP, Falcon 2000 and

Gulfstream 400/450.

Helicopter: Eurocopter EC 155 for medical services.

Long range jets: Gulfstream 550, Gulfstream GV, Bombardier Global Express. (Pentastar

Aviation,n.d.)

The Table 1 presents the private charter costs that are a source of revenue for PennStar Aviation.

Table 1- Aircraft leasing rates

CategoryRange (statute

miles)Passenger Capacity

Hourly Rate Type of jets

Light 800-2,400 4 - 7 $1,700-$2,850 Learjet 35/45

Mid-Size 1,200-3,400 6 - 9 $2,700-$3,500 Citation XL/XLS

Super Mid-Size 3,300-4,000 8 - 10 $3,500-$4,200 Gulfstream 200

Heavy 3,000-6,500 8 - 19 $4,500-$5,800 Falcon 2000

Ultra Long Range 5,400-7,000 10 - 19 $6,800-$8,500Bombardier Global

Express

Turbo Prop 1,200-2,000 6 - 9 $1,400-$1,800

Helicopter 400-500 8-15

Unable to find leasing fee but

sells for $10,000,000

Eurocopter EC 155

Source: PentaStar Avation

Committed to provide the best aircraft maintenance services and on-time

completion the company credits any costumer $2,500 a day for any delay beyond the

scheduled departure date.

DESCRIPTION OF ADMINISTRATION

PennStar Aviation administrative activities are composed of the human resource

and the financial administration. The PennStar human resource department is under the

Staffing Specialist position authority, the position is responsible for the hiring and training

practices. At PennStar Aviation the hiring process is as follows:

-Identify the human resource requirement such as the need for a certain number of

employees like pilots, mechanics or other positions.

-Recruiting, after reviewing the applications and conducting interviews with the selected

candidates, the Staffing Specialist examine the goals, the position stability and the training

needed based on the employee previous experience.

-Selection, this step of the hiring focus on the candidates personal records, performance

results to select the future employee that meet the position and organization requirements.

-Training, on the field introduction of the position duties. There are three types of training:

the training for which the employee is hired, the training for more advanced functions in

the organization and the training in other areas that affects the company’s operations.

There are three basic model of training: on the job by supervisors, in classroom at the

workplace, attending special courses.

-Recording information, this last phase of the hiring consists of putting in the system the

employee personal records, providing badges and job orders.

The sole objective of the PennStar Aviation financial administration is to establish a

positive cash flow. To establish a cash flow and profit goals, the manager is responsible for

setting a forecasting sales and revenues models specific to the PennStar services and

costumers. The data required to forecast expenses are: facility rental, utilities cost,

property taxes, labor, advertisement cost and insurances. The data for the revenue are the

related to the company’s operations such as the revenue from the charter, medical,

maintenance and other operations. The PennStar Aviation manager should obtain adequate

funds, account for the funds and utilize the funds.

PennStar Aviation uses MTX Control,  it is a web-based interface that allows

maintenance customers to monitor maintenance being performed on their aircraft to view

and approve squawks in real time from anywhere in the world.

It provides maintenance customers with flexibility to access the details of their work

scope via a platform. The MTX Controls are efficient, the interface allows photos and

narrated videos allow maintenance managers to see the same detailed overview of each

work performed that they would experience on the site, MTX Control will be tailored to

incorporate innovations. (Pentastar Aviation, n.d.).

MARKETING POLICY

PennStar Aviation marketing policies are important to the sale of services. PennStar

Aviation marketing plan helps estimates sales and improves revenue. The plan is composed

of the quality control, budgeting, record keeping and market analysis. To provide quality

PennStar has a system of welcoming its customers with ground transportation supervision

such as a van with a “Follow Me” sign on the back to guide the costumers, special treatment

such as presenting a red carpet and with provision of fuel and other needed services. The

budgeting is set up according to the product or department of the organization. The record

keeping, is way to keep track of the sales of numerous products and services. Also it helps

organizing the data into useful computerized recordkeeping for analysis. The Analysis part

of the plan consists of identifying the business goals, the products and the market. It should

define the coordination of the marketing tasks to achieve the desired expectation. One of

the main marketing structures is the application of the four P’s model: Price, Promotion,

Place and Product.

An advertisement for a PennStar Aviation new mechanical service, such as repairing

landing gears will offer a 30 percent promotion discount on 100LL or Jet A fuel for the

period of time staring from the day the product is in service. The price will be discounted as

half off for a limited period. The place of such promotion will be at the mechanic hangar at

the Willey Post Airport but will also take place online on social media such as Facebook,

twitter, Instagram and on the PennStar Aviation website.

On Facebook, we can create an event to try to have the maximum number of

attendee eventhough the attending Facebook public do not use the product their

participation in the online advertising is a success. On Instagram we will post a flyer of the

product with the promotion on it and use the hashtags to help Instagram users to access

and share the flyer.

Also, an advertising event can be to design a banner and have it flown by an aircraft above

the city district (Pentastar Aviation,n.d.).

COMMUNITY RELATION POLICY

Seeking to develop a business aviation community, special promotions to raise

funds and awareness for organizations such as Sky Hope Network, a non-profit

organization that provides business aviation support during emergencies are taking place.

PennStar customers can learn how you can get involved and help.

We will have representatives from charter sales, flight operations and our FBOs

based at Willey Post Airport to greet you and answer any questions you may have about

our services. The PennStar communications quarterback for aircraft owners ensures they

stay connected. (Pentastar Aviation,n.d.)

RISK ASSESSMENT

Due to the risk exposure, fixed based operators are confronted to and there must be

a procedure to manage such risks. The risk awareness is comprised of the risk reduction

and the risk transfer. The risk exposure can be split in two the normal business exposure

where a typical business is exposed to at least the following risks: fire, theft, severe

weather, liability, loss of employee or business interruption; and aviation risk exposure

whose area of concern are: aircraft or property damage, bodily injury, underground fuel

leaking, toxic wastes. The risk reduction, besides being insured, a proper risk management

is necessary to establish a decent safety culture within the organization. The management

consists of taking decision before the insurance negotiation, during the life of the policy and

after a loss as they affect the cost of the insurance. The following are reduction plans:

Fire risk can be reduces by installing more fire resistant materials and automatic sprinklers

and fire extinguishers. Also, reinforcing the housekeeping personnel training in prevention

and fighting fire is a risk reduction procedure.

Crime risk is a serious threat and often happens as a result of a burglary or robbery;

this can be mitigated by installing sound operating devices at the gates and employee

training such as the use of the Airport Watch program and the number to call if a suspicious

activity has been detected. Protective device that could be installed are: silent station

burglar alarm system, burglar resistant locks and equipment, indoor and outdoor security

lighting.

As a fixed based operator located in central Oklahoma, tornadoes are a serious

concern and require a general emergency plan.

Risk reduction stems from the application of management by selecting and training

aviation personnel, provide guidelines, housekeeping practice. Risk transfer, risk is always

present, in absence of insurance, risk transfers to other area of the operations(Rodwell

p314, 2010)

SAFETY PROCEDURE

The PennStar Aviation Manager should work with units of state of Oklahoma and

federal units as well to prepare an emergency response plan. The procedure require

reporting to federal agencies such as the National Transportation Safety Board (NTSB), the

Federal Aviation Administration, the notification should be immediate. Airport operations

under Part 139 have to utilize their Crash, Fire and Rescue procedure(Rodwell p327,

2010).

SECURITY

Eventhough trafficking, hijacking and aircraft theft are unlikely to happen at a fixed

based operator they can still be harmful to the said entity. Establish of written security

procedures, develop a contact list such as the Airport Watch, coordinate communication

with local law enforcement, and consider developing an email alert system. The Transport

Security Administration regulations define the security measures. At PennStar some

security precautions are: the need of a positive ID required to access the ramp, please

referring to the front desk. Also, baggage must remain under the passenger supervision

prior to boarding. Maintenance hangar will be limited to PennStar employees. Immediate

report of any suspicious activity(Rodwell p328, 2010).

Reference:-Rodwell, J. F., Couldy, A. K., Carney, T. Q., & Mott, J. H. (2010).Essentials of Aviation Management (7th ed., p. 144). Dubuque, IA: Kendall Hunt.-Dr Lutte General Aviation PowerPoint Slides-Pentastar Aviation. (n.d.). Join Team Pentastar at the NBAA Schedulers & Dispatchers Conference. In Private Jet Charter. Retrieved December 8, 2014, from http://www.pentastaraviation.com/blog/2012/01/join-team-pentastar-at-the-nbaa-schedulers-dispatchers-conference/- Pentastar Aviation. (n.d.). Maintenance management made easy with MTX Control. In Private Jet Charter. Retrieved December 8, 2014, from http://www.pentastaraviation.com/blog/2012/03/maintenance-management-made-easy-with-mtx-control/